Customer Success & Support Manager

CASABOT; Dubai; Remote; AED 120,000 - 160,000; Full time

Job summary

A leading technology company in Dubai is looking for a Customer Success & Support Manager to enhance customer experience and retention. This role requires 5+ years in Customer Success, exceptional communication skills, and proficiency in support tools. The company offers a remote-friendly culture and equity options for early employees.

Benefits

Work with a global, mission-driven team

Remote-friendly culture with flexible hours

Equity options for early-employees

Qualifications

• 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home.
• Proven track record in reducing churn and increasing customer satisfaction.
• Experience hiring, coaching, or managing support/success teams.

Responsibilities

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non-technical support through chat, phone, and email.
• Monitor and report on customer health scores and satisfaction metrics.

Skills

Customer Success management

Technical Support

Interpersonal Communication

Leadership

Customer Journey Mapping

Tools

Zendesk

HubSpot

Asana

Job description

About the Role

As CASABOT’s Customer Success & Support Manager, you’ll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You’ll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non-technical support through chat, phone, and email.
• Build scalable onboarding and training processes.
• Manage and mentor support engineers and success agents.
• Monitor and report on customer health scores and satisfaction metrics.
• Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.
• Lead implementation of customer self-service resources and knowledge bases.
• Handle escalations and critical customer issues with urgency and empathy.
• Collaborate with Sales and Account Management on upsells and renewals.

Requirements

Customer Success & Relationship Management

• 5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home / PropTech
• Proven track record in reducing churn and increasing customer satisfaction
• Experience with customer journey mapping and lifecycle strategy

Technical Proficiency

• Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
• Ability to understand and communicate technical concepts to non-technical users
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk)

Communication & Leadership

• Exceptional communication and interpersonal skills
• Customer-first mindset with a high emotional intelligence
• Experience hiring, coaching, or managing support / success teams

Tools & Systems

• CRM (HubSpot, Salesforce, or similar)
• Support Platforms (Intercom, Zendesk)
• Project management tools (Asana, Notion, Trello)

Nice to Have

• Experience in pre-launch or startup environments
• Familiarity with AI or automation platforms
• Multilingual capabilities (especially Arabic, German, French or Italian)

Benefits

Help shape the future of AI-powered smart living

• Work with a global, mission-driven team
• Remote-friendly culture with flexible hours
• Equity options for early-employees